Senior Technical Support Engineer

Job not on LinkedIn

🔥 3 minutes ago

🇬🇧 United Kingdom – Remote

⏰ Full Time

🟠 Senior

📞 Support Engineer

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Magnet Forensics

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2009

💼 Consulting

🎖️ Defense

🏥 Healthcare

💰 $74.4M Post-IPO Secondary on 2021-12

Consulting • Defense • Healthcare

Magnet Forensics is a company that specializes in providing digital forensics and incident response tools. Their solutions, such as Magnet AXIOM and Magnet GrayKey, are used by law enforcement, military, intelligence, and enterprise organizations to recover, analyze, and manage digital evidence. They offer a wide range of tools to support digital investigations, including data extraction from mobile devices, video recovery, and workflow automation. Magnet Forensics aims to enhance the efficiency and accuracy of digital forensics processes across various sectors.

📋 Description

• Own resolution of escalated, high-severity, or cross-system customer issues • Provide clear and timely customer communication while balancing speed, technical quality, and customer impact • Lead root-cause and trend analysis for complex or recurring issues • Quantify customer and support impact and partner with Engineering on corrective actions • Provide senior technical leadership during customer-impacting incidents • Contribute to post-incident reviews, including timelines, root-cause findings, corrective actions, and recommendations • Provide technical guidance and coaching to Technical Support Engineers • Represent customer impact in defect triage and product feedback forums • Define and improve support playbooks, escalation paths, and diagnostic standards • Create and maintain reusable technical guidance, diagnostic procedures, and knowledge articles • Apply technical guidance and knowledge content to new-hire onboarding and ongoing team development • Report to the Manager, Customer Success and receive functional direction from the Director, Technical Support • Occasional travel for customer engagements, training, or team meetings

🎯 Requirements

• Post-secondary education in Computer Science, Engineering, or equivalent practical experience • 5+ years of experience investigating complex technical issues in enterprise software support, systems engineering, digital forensics, or a related technical environment • Ability to explain complex technical issues clearly to technical and non-technical audiences, including customers experiencing high-impact or sensitive issues • Strong incident management, root cause analysis, and cross-functional leadership skills • Experience coaching technical support professionals and developing or improving diagnostic practices, escalation standards, or support procedures • Professional fluency in written and spoken Arabic is preferred • Industry-recognized AI, Cloud, or networking certifications and introductory programming experience are preferred • Experience with Salesforce Service Cloud, Experience Cloud, and Knowledge is preferred • Must be based in the United Kingdom • Ability to work Sunday to Thursday, 9 am to pm Arabia Standard Time, with UK hours varying between GMT and BST • Extended periods of computer-based work • Occasional work outside standard hours may be required • Satisfactory completion of a background check • US applicants must be authorized to work in the U.S. via E-Verify

🏖️ Benefits

• Generous time off policies • Competitive compensation • Volunteer opportunities • Reward and recognition programs • Employee committees & resource groups • Healthcare and retirement benefits • Learning and development support • Inclusive and accessible recruitment process • Accommodation available throughout the hiring process